Agent Screen & On Break
Agent Screen
- Login with ID and password.
- Ability to select a campaign to login.
- Predefined matrix of each agent as per the skills and shift and team.
- Receive calls as per the skills defined.
- Dashboard having important details such as login hours, current performance, average performance of the process for current shift, overall status of the process, best and worst performance for the day and overall etc.
- Information on time taken for call wrap up after a valid disconnect.
- Information on talk time v/s work time. Comparison with the team average.
- Information on disposition wise calls taken versus the overall average for each disposition.
- Averages wait time for the agent versus the campaign average for the day and overall.
- Call history popup with every call giving important information and trail for that number.
- Ability to view the callback analysis and performance.
- Screen to manage callbacks and the configuration for the same.
- Ability to receive messages / broadcasts from the team leads and respond to the same.
On Break
- Allow agent to change the status to ON BREAK as and when the agent wishes to be on a break.
- Should be capable to request for a break to the team lead and then go on a break.
- Lock workstation / access to the dialer if the break time exceeds the stipulated time.
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Call Center / BPO
- IVRS
- Predictive Dialer Suite
- Manual & Outbound Dialing
- Lead Management
- Channel Management
- Agent Screen & On Break
- User / Agent Management & Team Management
- Schedule Callbacks
- Multi-country dialing, Conferencing & Recording
- Campaign Management, Shift Management & Exclution Filter
- Auto Dialer
- IP Based Dialer
- Inbound Call Management System
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